The impact of CRM on customer satisfaction of commercial banks in Mogadishu Somalia
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Tarih
2020
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
IJIRAS
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
When banking institutions became extremely competitive, CRM came into power. Banks concentrate on maintaining consumer relationships to reduce obstacles such as global Deposit competition, deposits, payment costs, higher customer expectations, lower profit Margins, and the need to keep up to date. The purpose of this paper was to study the impact of customer relationship management on customer satisfaction of commercial banks in the capital city of Somalia. This study is a quantitative study, Questionnaires were distributed by online using Google form to customers in 5 commercial banks in Mogadishu Somalia. Measuring the questionnaire items, the study was used a five-point Likert scale from one to five, rating from strongly disagree to strongly agree and SPSS 20 was used to analyze the data. Reliability on the data obtained was made on a first basis. Descriptive statistics, Factor analysis, Correlation analysis and regression analysis was conducted. The result of the study shows that customer relationship management has a significant relationship between CRM and customer satisfaction and there is a positive impact of customer relationship management to customer satisfaction. There is no research that has been done to the impact of CRM on customer satisfaction in the banking industry in Mogadishu. The study results can be useful to managers in Mogadishu as well as other parts of the country by adding to the existing body of business management knowledge.
Açıklama
Anahtar Kelimeler
CRM, Commercial Banks, Banking industry, Customer satisfaction
Kaynak
International Journal of Innovative Research and Advanced Studies
WoS Q Değeri
Scopus Q Değeri
Cilt
7
Sayı
4
